RLN8-410 Missed Recording an Event

[humphrron_357825107656923]

Yesterday, we had a delivery that was caught on my Ring Doorbell camera(still waiting for a Reolink Doorbell camera )that was not available on my NVR from a RLC-520A. There was a motion event logged, but the recording stops before the person is in view and there is about 90 seconds of gap. The NVR is set up for continuous recording and the camera is set up to log person and vehicle motion. I will try to post video clips shortly.

[humphrron_357825107656923]

When I attempted to download the video, I can play the video within the app up to 30 seconds before the event, but when I try to download, there is no video available in the file for several minutes before the event. The data appears to be missing.

[Cynthia_124785627824270]

Please submit this problem to https://reolink.zendesk.com/hc/en-us/requests/new. Our support needs to confirm some details with you.

[humphrron_357825107656923]

These two video clips show where the video is missing. The Ring video is 2 motion clips stitched together showing a package delivery. The Reolink video is filmed off the monitor demonstrating the 105 second gap in the recorded video.
Ring Video https://www.youtube.com/watch?v=6Q5LHXQqx1I
Reolink Video https://www.youtube.com/watch?v=rC7IgJ4pPy8

[humphrron_357825107656923]

The camera is POE, connected directly to the NVR. I have another POE camera on the NVR on Ch-2, a RLC-410. When I check the Download log at the same time and date, there are also gaps. So, clearly not a camera issue, but a NVR issue. I made a few checks of today's logs, and I do not see gaps larger than a few seconds. So the "fault" appears to be gone. Whatever the cause of the gaps, I think you can agree that to use your products as a Security System, it has to be reliable and NEVER have gaps!
Reolink-NVR-Ch-1-log.png
Reolink-NVR-CH-2-log.png

[humphrron_357825107656923]

Please comment so I know if the Youtube links worked. Thanks.

[Cynthia_124785627824270]

We are sorry for the issue caused. Please check if the gaps of all the cameras exist at the same time. If yes, please check if the NVR reboots at that time.
We can open the link to the videos. Did you please contact our support team at support@reolink.com to troubleshoot? They will give you further suggestions.

[humphrron_357825107656923]

Yes, I am working with the Support team. I am posting here in case someone has a similar issue. My 2 POE cameras had similar gaps. But, my 2 E1 Pro cameras are missing the 1st 10 hours of recording on March 2nd.How/where would you look to confirm a reboot?

[Cynthia_124785627824270]

You may get to the Search--Log search page and check if there are startup logs.
NVR-log.png

[humphrron_357825107656923]

I finally solved my problem. AN ONVIF camera from another brand was "partially" installed. It was recording to the harddrive, but I could watch in "Liveview". I had tried to delete the camera, but it auto returned. I discovered that I could not properly delete the camera till I disabled "Auto ADD" under Channel Management.

[humphrron_357825107656923]

I finally solved my problem. AN ONVIF camera from another brand was ”partially” installed. It was recording to the harddrive, but I could watch in ”Liveview”. I had tried to delete the camera, but it auto returned. I discovered that I could not properly delete the camera till I disabled ”Auto ADD” under Channel Management.

I meant to type that I could NOT watch in "Liveview".

It would be nice if you would allow the authors to edit their posts.

[Cynthia_124785627824270]

It is not recommended to use a third-party camera on Reolink NVR since there may be compatibility problems. If you still want to use it, you can contact https://reolink.zendesk.com/hc/en-us/requests/new for further help on the LiveView problem.

[user_664383080128582_664383080128582]

I'm having the same issue. Today someone ran into my mailbox. ALL VIDEO IS MISSING from the time the mailbox was there, to when its smashed.
3:05pm to 3:15pm
I have 9 cameras on this NVR.
ALL ARE MISSING VIDEO THOSE TIMES.
I've purchased THREE complete systems from Reolink, and will never again. What good is sercurity cameras if THEY DON'T RECORD?

[Reolink Fiona]

@user_664383080128582_664383080128582 Hi there, sorry for the inconvenience caused. We will be responsible if our cameras are with the problem. Our tech would like to further check this issue. You can try to submit a request here, Submit a request – https://support.reolink.com/hc/en-us/requests/new. Our support team will reply to your email within 24 hours.